Refund policy

Condition of returns

All items should be returned new and unused, with the Indulge tag intact and with the original packaging within 30 calendar days from the day after you receive your order. Any authenticity cards, dust bags and leather tags provided as part of the original packaging should also be returned. Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you.

Please contact our Customer Services Team if any of your purchases have been delivered without the Indulge 'Please Do Not Remove' tags.

All items should be returned along with the completed Returns Note to allow easy identification and prompt processing.

Postage on all returns will be charged unless they are faulty. Please note that we will not accept liability for goods that are not returned by the Indulge DHL return service.

Shoes

All shoes should be tried on a carpeted surface before wear. Shoes should be returned unmarked and in their original, undamaged shoe box. Shoes that are returned without their original packaging or with marks may not be accepted and returned to you.

Swimwear

Swimwear should be tried on over underwear without removing the hygiene strips. Returns will not be accepted if this strip is removed or if the items are soiled, they may be returned to you.

Beauty

Cosmetics, fragrances, nail products, personal grooming products and pillows must be returned unused, unopened and in their original packaging otherwise we may not accept them and return them to you.

Non-returnable items

We are unable to refund or exchange the following products, unless they are faulty:

  • Sale items (purchased in store)
  • Jewellery for pierced ears
  • Hampers, both bespoke and non-bespoke
  • Ladies briefs
  • Men's underwear
  • Gift boxes
  • Gift Cards
  • Hair accessories
  • Cosmetics
  • Fragrances
  • Bodysuits and shapewear

If you are not sure whether a specific item falls into any of the categories above, please contact our Customer Services Team.

Faulty goods

Items are classified as faulty if they are received damaged or if a manufacturing fault occurs. If any item you purchase is faulty, you have the right to reject the goods and have them replaced or refunded within 30 days, you have the right to claim a free repair or replacement.

Please contact our Customer Services Team should you wish to return a faulty item. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. All our orders are quality controlled and checked before being dispatched. However, if an item you receive is damaged or faulty, please contact our Customer Services Team who will be happy to assist you.

Late returns

Returns we receive outside of our 30 days returns policy without prior notification will only be accepted in the case of faulty, missing, incomplete or damaged orders.

Gift returns - Online

If you would like to return an unwanted gift purchased online, please note that the refund will be made to the person who made the purchase, via the original payment method. Unfortunately, no refund or exchange can be made to the person who received the gift when the order is returned by post. However, you are welcome to exchange gifts in one of our stores at the current selling price within 30 days of purchase.

How to return your order

We hope you love your purchase, but we know sometimes it just doesn't work out and that's OK. Should you wish to return the item, you can:

You can return most purchased items (see list of exclusions Condition of Returns), in either of the following ways:

  • Simply use the DHL return label that will be sent to you by e-mail by the online store when you make a return request to the Customer Service. Remove any old labels, stick the return label on the package, and drop off your parcel at a DHL ServicePoint near you.
  • Contact our Customer Services on 0208 1383 293 and we will arrange a return label for you.

Please note that our Returns Policy applies to our returns service, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.

We will confirm by email once we have safely received your parcel and a refund has been processed. Please note that we will not accept liability for goods that are not returned by the Indulge DHL return service.